The Most Widely Accepted Framework for Researching Service Quality Stems

question 9

Multiple Choice

The most widely accepted framework for researching service quality stems from the premise that a consumer's evaluation of service quality is a function of the ________ of the gap between the customer's expectations of service and the customer's assessment of the service actually delivered.

• A) type and physical characteristics
• B) intangible attributes
• C) extrinsic cues
• D) magnitude and direction
• E) intrinsic cues

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Definitions:

Faulty Heuristics

Cognitive shortcuts that lead to errors in judgment or decision-making due to biases or flawed logic.

Impulse Control

The ability to resist or delay an impulse, urge, or temptation to perform an action.

Recognition Heuristic

A decision-making process where a more recognized option is chosen over the less familiar one, based on the assumption that recognition is correlated with value.

Behavioral Economics

A method of economic analysis that applies psychological insights into human behaviour to explain economic decision-making.